Supervises the daily activities of the Contact Center and ensures that superior service standards are met, and that relevant policies, procedures and audit requirements are followed.
High school diploma or equivalent required; some college preferred; with a minimum of three years-related contact center experience and ACD knowledge, preferably in a financial institution; or equivalent combination of education and experience. Requires a minimum of two years of supervisory experience. Requires the ability to communicate effectively, both verbally and in writing; and excellent interpersonal skills, including the ability to provide constructive feedback to both management and staff; strong analytical, problem-solving, decision-making and time management skills; and proficiency in word processing software and spreadsheet software applications.
Physical Standards With or Without Reasonable Accommodations:
Requires the ability to sit for extended periods of time (up to 7 hours daily); repetitive motion of hands for typing, gripping, grasping, filing, etc.; occasional stooping, bending, or squatting; and the use of commonly-found office equipment.